...although come to think of it, i dont always answer postings on our company forum when they refer to 'crap', and people PAY for our product.

What I've learned is that technology is made up of hundreds and hundreds of small details. So the technicians spend a lot of time methodically thinking problems through. That requires patience on their part, they actually enjoy helping you, but not if you dont make them feel appreciated. Think about it like something that yoda might teach you @ patience. In other words, if something is pissing you off, don't take it out on the people that can help you, because it will take you longer to get what you really need, which is just a simple answer.